Head of Operations & Client Experience

Summary

Join NeuroNav, a high-growth company enhancing the quality of life for adults with developmental disabilities, as their Head of Operations and Client Experience. This leadership role is central to ensuring smooth operational processes and exceptional client experiences. You will lead the Navigator team, optimize client journeys, implement operational strategies, collaborate with other departments, oversee training, monitor team performance, and provide regular updates to leadership. The ideal candidate possesses strong operations and customer success experience, a metrics-driven approach, and a passion for improving lives. NeuroNav offers a competitive benefits package and a supportive, inclusive work environment.

Requirements

• Bachelor’s Degree and/or equivalent work experience
• Alignment with our company mission and company values of person-centered care, grit, collaboration, and empathy
• Strong Operations and/or Customer Success experience
• Demonstrated experience building strong systems and problem-solving in a fast-paced, quickly-growing environment
• Metrics-driven approach
• Default to action and execution
• Startup Experience

Responsibilities

• Lead the Navigator team and develop organizational infrastructure to support tripling growth in 2025
• Optimize the client experience from initial contact through ongoing care, ensuring a smooth, compassionate, and efficient journey
• Define and implement operational strategies, processes, and tools for the Navigator team, focusing on business systems that enhance efficiency
• Collaborate with the Navigator Manager(s) to manage client escalations, collect feedback through surveys or follow-up calls, and use insights to improve the client experience
• Partner with the CEO and department leaders (e.g., Product, HR, Marketing) to ensure a cohesive client care approach aligned with strategic goals and explore opportunities for new or enhanced services
• Oversee training programs for Navigators, ensuring they stay updated on procedures, tools, and best practices in client service and the disability space
• Monitor team performance, set and track KPIs for client experience and operational efficiency, and implement corrective actions when needed
• Provide regular updates to the CEO and board on KPIs, progress on strategic initiatives, and operational challenges or opportunities
• Stay current on trends, technologies, and best practices in healthcare operations and client experience, integrating relevant innovations into the organization

Preferred Qualifications

Experience in person-centered planning and in the California developmental disability system

Benefits

• Diverse and inclusive culture
• Competitive salaries + bonuses
• Ability to work from home
• Gold standard health, vision and dental insurance
• 401(k)
• 14 Paid Time Off (PTO) days per year
• 7 sick or flex days per year
• Monthly team activities and an annual team off-site